Zendesk Suite Reviews

“best support toolkit”

Pros

Adding attachments, hyperlinks and internal notes is simple and our Customer Support team uses those features all the time. It really covers everything you'd want from a support platform. After working with other support tools, this one stands out as the best.

Cons

The biggest downside is the high cost of individual licenses. I have pushed for making it available across the whole company but the pricing is just too expensive for that.

“chat and talk integrations shine”

Pros

One thing that's been really useful is how well the software connects with chat and talk features. Our customers and internal teams still prefer reaching support in different ways and those two channels continue to be some of the most popular so having them integrated works really well for us.

Cons

At the beginning, we ran into a few challenges with the analytics. It seems like it's mostly a matter of waiting until enough new data is built up in it. So being able to report against historical data would definitely be better but for now we're fine with what's available even if that means using two systems for a while.

“powerful analytics and dashboards”

Pros

Compared with other helpdesk tools I have used, Zendesk stands out as the most capable by a long shot and completely outclasses Freshdesk. The analytics are incredibly deep and the dashboard customization options are extensive to the point of feeling almost overwhelming at first. Still, that level of power is impressive and it's absolutely worth it if you're ready to move up from your current software.

Cons

One downside is how expensive the training courses are as they're priced very high. The free knowledge base does cover a lot which is helpful but it's also so broad that it can send you down a rabbit hole when you're trying to find something specific.

“Easyy support tracking and automation”

Pros

It does a very good job of organizing and tracking the whole customer service workflow. Automating responses to customers is another strong point and the query reporting is quite useful as well.

Cons

The platform is fairly complex and not that easy to navigate at first. Customer support can be slow and the pricing is expensive if you want access to the best features and benefits.

“powerful and highly customizable”

Pros

Exceptionally powerful and highly customizable. The support team really knows their stuff although most of the time you barely need to reach out because the system simply works reliably.

Cons

Back when I was using it, it relied on GoodData for report writing and I honestly cannot remember using a more confusing piece of software.

“clear ticket history and call records”

Pros

Zendesk keeps a clear, concise timeline of everything that happens on each support ticket which is incredibly helpful. My favorite feature is that technician calls are recorded so it's always obvious what happened before and nothing gets missed or left out.

Cons

I honestly cannot think of any downside since I haven't run into any part of the software that feels lacking.

“Frustrating pricing”

Pros

From a CSR standpoint, the dashboard feels very clean and makes it simple to move through different tickets and departments without getting lost.

Cons

I used to enjoy using this software a lot more but now it is like every feature comes with an extra charge. They also changed the customer feedback reporting and it now seems to be limited to enterprise plans or else it is nearly impossible to locate. On top of that some parts of the setup feel really random like if you remove users from your team, you still have to manually downgrade your seats or you keep getting billed for them.

“excellent multichannel support”

Pros

Being a cloud-based solution, Zendesk was quick to roll out and it has noticeably improved how we interact with customers. It gives us multiple service channels so clients can report the issues they are facing and the platform also lets us track and follow up on those cases efficiently.

Cons

From my point of view, there really are no downsides to this platform. If the default graphs and statistics are not visually appealing enough, it can be integrated with Qlik Sense to enhance the reporting.

“scalable support with strong integrations”

Pros

Zendesk really makes it possible to scale ticket handling. Managing multiple teams, goals, metrics and priorities is all built in. Need API integration? It has that covered. Want to connect with other support tools like chat apps? That's there too. Overall, it does a pretty good job.

Cons

Although the API looks broad at first glance, its actual functionality feels questionable. Keeping information connected and linking tickets tends to be unreliable and generally doesn't work the way it should.

“smooth team handoffs”

Pros

One thing that really worked well was how multiple employees could jump in to respond to customers and anyone could continue the conversation right where another person left off.

Cons

Nothing comes to mind as a downside. It handled all the functions we needed and we were also able to customize it to better match our support team's workflow.

“clear dashboard and multichannel support”

Pros

Right from the start, Zendesk Suite feels very user friendly. The dashboard is clean and efficient so organizing tickets is simple and well structured. It also lets you set up custom ways to communicate with customers and the pre-defined responses save a lot of time. Another big advantage is being able to access customer information from anywhere. On top of that it supports multiple channels like email, phone, web social media and chat which makes customer support much more flexible.

Cons

With so many available options, it can feel a little overwhelming at first for some users. It also gets a bit expensive if you want to take advantage of all the features.

“affordable tool”

Pros

It was up and running pretty quick and it connects nicely with a wide range of supported apps. It works really well for incident management, the interface is user friendly and it's simple to use overall. On top of that the pricing is affordable and the value you get from it is excellent.

Cons

One thing to keep in mind is that it doesn't come ITIL-compliant by default. If you need it to align with ITIL standards, you'll have to spend some time configuring it accordingly.

“clear ticket tracking and email sync”

Pros

Zendesk has been proven to be a really great support management tool for us. The interface is clear and easy to navigate and the direct email integration is especially useful. It offers a strong set of features while still feeling simple to work with. Keeping up with support tickets and monitoring their progress is much more organized with it so it ends up being both practical and effective.

Cons

One thing that would make it better is giving clients the option to re-open tickets themselves but aside from that, there is very little to complain about.

“admin-friendly reporting powerhouse”

Pros

It was up and running easily and it has been very admin-friendly to manage. The reporting is excellent, the integrations with telephone systems work well and the platform has been very reliable overall. Answer Bot has also been a strong feature for our team.

Cons

There really isn't much to complain about with this software. The only thing I'd like to see is more of a CRM-style environment for our B2B customers although that's typically why many companies choose to integrate it with Salesforce.

“lightweight setup with faster pages”

Pros

The took is simple to use overall. One thing I really like is that it helps keep my website faster since it isn't a heavy WordPress plugin.

Cons

The appearance feels a bit plain and outdated. It's too simple visually and because of that, it doesn't do much to catch customers attention or encourage them to open it.

“flexible and built to scale”

Pros

It can be tailored to fit just about any workflow which makes it a strong option for a wide range of business needs. It also leaves plenty of space for growth as the company expands and it helps agents stay focused on getting their tasks completed instead of getting sidetracked.

Cons

One downside is that the platform can feel a little too flexible at times which makes the settings area somewhat confusing to navigate. Because of that, it may also require someone with specialized knowledge to manage the system properly.

“customer support right on track”

Pros

Zendesk Suite has been a big help in my work. It makes providing customer support much simpler, with everything organized and on track exactly when I need it.

Cons

The only downside for me is that it didn't feel very user friendly at first. Once I understood how it worked, it was fine but those first few days were definitely difficult.

“reliable support backbone”

Pros

During my time at SkipTheDishes, I worked with Zendesk for about a year and it really served as the backbone of our operations. The automated message suggestions helped agents respond to customers much faster and communication felt more consistent and dependable because of it.

Cons

I honestly don't have many complaints overall. If anything, I'd love to see stronger natural language processing in the future so agents can make decisions even more quickly.

“versatile for every department”

Pros

Across our team we rely on this software for just about everything and it's easy for every department to use.

Cons

There is not much that I dislike about this tool.

“Fast and reliable”

Pros

Using Zendesk Suite for several hours every weekday over roughly 18 months, I found it consistently quick to move around in and remarkably dependable. I hardly ever ran into problems and the software stayed reliable the whole time. During that period, I also trained other people on it and they were able to learn it very quickly.

Cons

One thing I would have liked to see is stronger analytics for individual users and user groups. Another feature I felt was missing was the ability to search for specific terms within chats tied to a single user. For example, if you were reviewing conversations for a user like John Smith, it would be helpful to search a term such as protein and have it filter only his chats on that topic.